ZIPS Dry Cleaner Woodbrigde, Virginia

To Whom it may concern,We received a letter concerning the complaint from a customer about his visit to our store on June 17, While we do appreciate his business, I myself the owner spoke with the customer early that afternoon.He did bring back a suit in April stating darnage was done by our store, after looking at it we knew it was not done at our storeHe was told on May 4, at: pm by our storë manager that there was nothing we could do for the suit, BUT because he was a regular my store manager gave him a store Credit of $for any inconvenienceOur store manager then gave him back that suit as we do not keep garments that we do not pay claims forOn camera, it shows the customer shaking my managers hand and seeming to be just fine with the resolution.On June 9, 2017, the customer's credit of $was used at pm with the total coming to $and some change, therefore the entire credit was used up.June 17, 2017, I received phone calls from my store about the customer being in the store and stating that when he got there he didn't understand why his credit was not on his profileOur manager was just as confused because he could see a $credit had been used already and the manager stated that the manager that issued the credit no longer was working there, but he would still contact him to find ?ut what was going onÅt that point that is when I wäs told the customer started using profanity in the store and waiting to know how we could get a hold of an employee that no longer worked there and my manager tried explaining he would just need to call himI was then told the customer kept saying he would take his business elsewhere if he did not honor the credit that was givenMy manager did refuse to give credit until he spoke with the prior manager just to make sure he wasn’t missing anything since he had seen the credit had just been usedI was not there, but the customers story pretty much matched up with my managers story minus the customer taking about any profanity that was being used and the fact he himself did not use the credit because he was out of townWhen I called the customer that afternoon he was very nice on the phone and explained to him that the credit was used and provided him with a date and time which could be backed up by his profile ard the cameraI explained to him if he wanted to come in and look at the camera and if he can’t identify person that used his profile the we would gladly add back on a credit and mark his profile so in the future no one could use but him He stated he did not want to do that and we wouldn’t be back because of the customer service he received that day.We are sad to see this customer go, but there will be no replacement of this suit.Regards,Beth F*ZIPS Dry Cleaners

Zip Cleaners contacted me to inform me that my clothing was missingBased on hearing a conversation while waiting for service with another customer, I believe an employee stole my sweater and that the business consistently steals clothing they like personally

Zips ruined a brand new suit of mineThey were responsible for tears in my suit and refused to provide any sort of compensationThey kept my suit in their office for a month while the managers claimed to be negotiating an offer with the ownerAfter never being contacted and constantly going into the cleaners each day and being given the run around, I finally just told them to give me back my suitThe owner refused to provide me with any compensation for damaging my brand new suit

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Complaint: ***
I am rejecting this response because: The damage to the suit was clearly caused by the storeThe manager that no longer works there went as far as to tell me that himselfHe felt bad that the owner was not being reasonable, and that is the reason he provided the credit to my accountHe even stated that the owner was probably going to be upset with him for doing soConsidering that I never used the credit (verified by Zip's own video camera) and the fact that the store never offered any compensation for a brand new suit that they damaged, I reject this response for resolutionFurthermore, I didn't ask to talk to the manager that was no longer working at Zips, I asked for the full name of the manager on site and he refused to provide that information to meHe also refused to provide me with the name and contact information of the ownerI did receive a call from someone later that day, but the person never identified herself to me as the owner so I cannot state for certain

I brought my hand embroidered dress for dry cleaning because while ironing it got some water marks so I decided to take care of it professionally.It was a very nice fancy dress and I spent a lot of money to get it madeI told the salesperson about all that and asked him if he is sure that they can remove the stains , he confirmed with his supervisor and said yes for sure So I showed him where the water marks were and he put some kind of tape to mark the spotNext day when I picked up my dress it was nice and ironed and all the water marks were gone but where that guy put the tape there were dark spots so first I called and then took it back they told me they forget to remove the tape but it can be taken care of and tomorrow I can pick it upNext day when I went to pick the tape stains were still there and the color of my dress was faded so I complained and wanted to talk to a manager but they said no one is present but they will call me .I waited next day but nobody called me so I

Good Afternoon,I am addressing the response sent back to me for complaint-*** This customer has since picked up his sweater as I told him we would not be able to mail it out due to too many other things could happen to it. I can assure you this customer did not wear his sweater, and whenever this happens regardless we actually clean any garment that leaves our store and is brought back at our expense due to it being our mistake. In this case this customer was treated no different. The sweater left our store to this customer on January 9, 2018. Thanks so much!Take care and thank you for your time!*** ZIPS

ID-***Good Evening,I am emailing to address the issue for ID-***. I am the owner of the ZIPS Dry Cleaners. This customer had dropped off a blue and white sweater on 11/27/at 7:02pm, he was then called early afternoon of 11/28/to let him know they could not find his item,
they believed it was in someone else's bag and they were searching and calling customers. His items were not due until 5pm that day and he was called a couple hours before then because that is our procedure that way customers do not have to waste time coming in if something like this shall happen. During this phone call the customer got upset, completely understandable, and threaten to bring the police in with him when he came in later. Our manager told him he could do whatever he felt necessary and that he would absolutely keep him updated on everything going on and if he would like to come in later to discuss it in person was completely up to him, but that he would be there. He did come in later that day and both managers spoke to him and he seemed okay and they told him, per policy we do like to wait days because most of the time we get the clothes back within days, if not we pay out the claimHe said okay and left. Both times he was in store he was actually the only customer, I know this because I reviewed the camera footage of him there both times, so I am not sure what led him to believe from any conversation that anyone was stealingI myself tried to contact him after SEVERAL complaints he started leaving under different names on social media saying we were doing illegal things, we know they were him because he was saying the exact same things as he had said in his complaints. After calling several times, I finally tried the email and he told me he would not answer the phone only email so that he had proof of what was being said. I was completely fine with that and told him I just wanted to know if there was any maybe misunderstanding I could clear up on how the procedures worked and what would happen. He just sent an email back stating he did not want to speak at all until we found his sweater or gave him a check and continued to threaten through email the same exact things he was saying on social media. I did say I did not think it was fair for him to assume anyone stole anything being we had reached out to him to let him know what was going on As of a couple days ago he was contacted through voicemail to let him know his sweater was in the store and was actually in another customers order. We had told him this that we thought we knew who had it and we had already contacted her and were just waiting on her to call us back. She did bring it in, we cleaned it again and called the customer and put on rackThat is why we ask for days when these unfortunate incidents occur because days tend to be reasonable. As you can see this was sent in on Nov.30, two days after he was contactedHe was taken care of and even contacted personally by me, but refused to be talked to until we found sweater or paid him. We have since found and he has not contacted us back Thank you for your time.ZIPS*** *** **

To Whom it may concern,We received a letter concerning the complaint from a customer about his visit to our store on June 17, 2037. While we do appreciate his business, I myself the owner spoke with the customer early that afternoon.He did bring back a suit in April stating darnage was done by our...

store, after looking at it we knew it was not done at our store. He was told on May 4, 2017 at: 445 pm by our storë manager that there was nothing we could do for the suit, BUT because he was a regular my store manager gave him a store Credit of $40 for any inconvenience. Our store manager then gave him back that suit as we do not keep garments that we do not pay claims for. On camera, it shows the customer shaking my managers hand and seeming to be just fine with the resolution.On June 9, 2017, the customer's credit of $40 was used at 446 pm with the total coming to $46 and some change, therefore the entire credit was used up.June 17, 2017, I received phone calls from my store about the customer being in the store and stating that when he got there he didn't understand why his credit was not on his profile. Our manager was just as confused because he could see a $40 credit had been used already and the manager stated that the manager that issued the credit no longer was working there, but he would still contact him to find ?ut what was going on. Åt that point that is when I wäs told the customer started using profanity in the store and waiting to know how we could get a hold of an employee that no longer worked there and my manager tried explaining he would just need to call him. I was then told the customer kept saying he would take his business elsewhere if he did not honor the credit that was given. My manager did refuse to give credit until he spoke with the prior manager just to make sure he wasn’t missing anything since he had seen the credit had just been used. I was not there, but the customers story pretty much matched up with my managers story minus the customer taking about any profanity that was being used and the fact he himself did not use the credit because he was out of town. When I called the customer that afternoon he was very nice on the phone and explained to him that the credit was used and provided him with a date and time which could be backed up by his profile ard the camera. I explained to him if he wanted to come in and look at the camera and if he can’t identify person that used his profile the we would gladly add back on a credit and mark his profile so in the future no one could use but him.  He stated he did not want to do that and we wouldn’t be back because of the customer service he received that day.We are sad to see this customer go, but there will be no replacement of this suit.Regards,Beth F[redacted]ZIPS Dry Cleaners

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: My sweater was worn by someone else. They should mail the sweater to [redacted]
Regards,
[redacted]